Policy Benefits Assistant Manager

About the Role

As the Policy Benefits Assistant Manager, you will oversee the daily operations of the Policy Benefits Section, ensuring processes are efficient, accurate, and customer-focused. Your primary aim is to deliver prompt and reliable service, meeting benchmarks and deadlines while maintaining the highest standards of customer care. By monitoring workflows and guiding the team, you will drive continuous improvement and contribute to Zurich’s operational excellence. What You'll Do

• Lead and supervise day-to-day activities of the benefits payment process, including Surrender, Maturity, Withdrawal and Cancellation of Life and Family Takaful, ensuring timely and accurate completion.
• Verify and approve payment transactions within the set authority limit, upholding compliance and quality standards.
• Support the ongoing development of team members by coaching, training, and regular feedback to drive high performance and continuous improvement within the team.
• Attend to enquiries and resolve complaints related to Policy Benefits promptly and professionally, ensuring a positive customer experience.
• Lead and supervise projects or assignments focused on process improvement, simplification, automation, and digitalisation, with the goal of streamlining operations and enhancing system efficiency.
• Perform and monitor project/enhancement User Acceptance Testing (UAT) to ensure new enhancements and processes meet business requirements.
• Prepare monthly statistical reports and ad hoc reports for management.
• Prepare, review and update relevant documentation, such as Standard Operating Procedures (SOPs) for Policy Benefits to ensure clarity and compliance.
• Collaborate with cross-functional teams, such as IT, Finance, and Customer Experience, to address issues, implement enhancements, and support business objectives.
• Ensure adherence to regulatory requirements, company policies, and risk management practices in all policy benefits activities.
• Proactively monitor key performance indicators (KPIs), service levels, and tNPS (Transactional Net Promoter Score), taking action to address any gaps and continuously improve outcomes. What We're Looking For
• Education: Degree with relevant experience.
• Experience: Minimum 5 years in Insurance / Takaful Industry.
• Strong supervisory and leadership abilities; analytical, problem-solving, and communication skills.
• Ability to work under pressure and maintain high-quality output.
• Sound processing knowledge; sound product knowledge; adaptability.
• Experience with process improvement, UAT, SOP development, and cross-functional collaboration. Nice to Have
• Commitment to diversity and inclusion; ability to contribute to diversity initiatives and work in a diverse team.